Don’t Just Think ‘Word Of Mouth’, Think ‘Word Of Mouse’!


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Want evidence that social media is becoming more and more of an influence on customer buying decisions? Well, how about this? 46% of consumers said they now count on social media when making an online purchasing decision!

Interestingly, more and more of them are letting others know what they think too! 35% of customers use social media to vent about bad customer service and this rises to 55% of under 35s!

The new research from YouGov highlights the increasing power of ‘word of mouse’ and the fact that more and more consumers are listening to, and looking at what other customers are saying online. It clearly works positively and negatively. The challenge for any business is obviously to make it work positively. That means doing things that get them talking…. Good things, that is!

So, some questions for you…

  • What are customers saying about you?
  • Are you listening?
  • Do you respond?

Maybe, more importantly…

  • What are you doing to get them to say something good about you?

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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